FREQUENTLY ASKED QUESTIONS

Why is my video buffering, choppy, or frozen?

• Check your network connection to be sure you are connected to the internet.

• Multiple users or devices on your home network watching video at the same time may interfere with the quality of video streaming.

• If possible, plug your device with an Ethernet cable as WiFi can present many different problems.

• Test your bandwidth speed – Fast.com. For the best viewing experience, you must have a broadband connection of at least 5.0 Mbps (download speed), although higher is recommended. Most packages from home internet service providers (ISP’s) start at 15 or 25 Mbps and go up to 1,000 Mbps (1 gig).

• If you’re watching on a computer, select a lower bitrate from the video player by clicking on the gear icon. (Hover your mouse over the video to bring up the player controls.)

• Update your computer’s browser. We recommend the latest version of Google Chrome, Microsoft Edge, Apple Safari or Mozilla Firefox. If you are watching on an Apple or Android phone or tablet, be sure your operating system is up-to-date which will keep your system’s default browser up-to-date as well.

Why is the video not loading?

• Be sure you are watching the service after the scheduled start time.

• Refresh the web page. Once it has completely loaded, click the “Play” button to begin playing the service if it did not start automatically.

• Clear your internet browser’s cache (Google Chrome, Microsoft Edge, Mozilla Firefox, Apple Safari).

• Update your computer’s browser. We recommend the latest version of Google Chrome, Microsoft Edge, Mozilla Firefox, or Apple Safari. If you are watching on an Apple or Android phone or tablet, be sure your operating system is up-to-date which will keep your device’s default browser up-to-date as well.

Why is Internet Explorer not working?

• Internet Explorer is end-of-lifed. It is no longer considered a safe or reliable browser.

• Please consider upgrading to Google Chrome, Microsoft Edge, Mozilla Firefox, or Apple Safari.

Why don't I hear any sound?

• Adjust the volume on your computer and speakers.
• Adjust the volume control located in the lower right corner of the video player. (Volume is represented by a series of vertical bars.)
• You may also have to unmute the video player by clicking on the speaker icon on the video player.
• Restart your internet browser by closing and reopening it.

Why won't the video play on my phone?

• In your phone’s settings, verify that your wi-fi is turned on and you are connected to the Internet.
• Check that your phone is receiving a strong service signal (more than one bar).
• Close other apps that may be connecting to the internet and using up your bandwidth.

If your problem was not addressed in our FAQ, or if you are still having difficulty watching the service online, please fill out the form below.